Avantgarde Casino - Delayed withdrawal of player’s casino winnings.

I won £100 from the avantgarde casino from free no deposit bonus. Tried to withdraw but bonus was sticky, needed a deposit first. I weighed in for 2 months not wanting to deposit anything. Eventually I received an email from them informing me of the balance I still had in the account and inviting me to play anytime just in case I forgot I still had money in there. Terms said I wouldn't win more than £100 from a free bonus so I told myself why not deposit to activate the withdrawal? After all I had met all the wagering requirements. So I made my first deposit on valentine day and decided to play with it as long as I didn't dip below the £100 max required to withdraw. I played for fun till I reached £142. All this time I knew I could not withdraw anything more than £100. I then withdrew the whole amount and as usual the system recognised £100 only plus my deposit, which was fair and according to terms. I waited for a week and on 21st Feb I received an email that my withdrawal was invalid. They went ahead and reversed the withdrawal. Insisting that my money in account won had expired. Telling me to chose between refund to my bitcoin address or the avantgarde casino. I chose my bitcoin adress wallet and provided them with it. They promised to pay on 24th Feb. They didn't. Complained through email but ignored for 4days. When they replied they said at the beginning of the week they would pay. That was now supposed to be on 2nd/3rd March depending on whether you begin a week on either Saturday or Sunday. Since then they don't reply my emails and on the web chat I am told managers have my information and will get back to me. My complains: they reversed a valid won amount. 2. If the amount had expired why not remove the amount immediately when I deposited such that the subsequent winnings from the clean deposit could not be removed too? 3. Why not pay the refund then of the deposit in time since we are past the 14business days according to your terms? 4. Why are your terms one way? You forfeit my win due to very lowly reasons but can't stick to 14 business day rule to pay/refund? Casino guru kindly reach out to avantgarde, they should pay out the £100 I won that amount validly. Thank you.

Dear Kibunei,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Avantgarde casino has decided to brush aside my complain. Everytime I reply to the support email, they create a new ticket number for the issue as if my cases are new to them everytime. To leave an impression for me to think they are dealing with the refund issue. So they have now reached out again and guess what? They are asking if I want a refund or a deposit to my casino account, a question they asked and I replied 2 weeks ago!

Follow up.. After asking me whether I needed a refund or deposit back to casino, I replied again that I needed refund. However they have reached out again that due to their "recently updated terms" They cannot refund deposits that are less than £25 in bitcoin deposits since fees exceed threshold of winnings. As a good client I accepted the deposit back to the casino, albeit complaining that they should have communicated this fact from the start. I reached out later through chat asking why the delay then in reflecting in my avantgarde casino account of the amount. The chat assistant said the delay can be upto 72hrs but promised to reach the managers for me, just like all the chat assistants before him had done to little effect. I agreed to that. Now on trying to login to the account to check if anything has been deposited, (since I have not received any email) I find that my account is now locked, cannot access it. This is unbelievable! The login window prompts me to contact support; a support service that has gone mute. This is beyond cruelty.

Hello Guru, you may close the case now. Thank you, The casino has reinstated my account and deposited the initial deposit back into my casino account, I didn't manage to get the £100 though...will try to play and win back something to reach the withdrawal threshold to withdraw. I guess it is wait and see if they'll process withdrawal of subsequent wins.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Kibunei, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

PS: I changed the disputed amount from $100 to $0.